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UX Intensive Copenhagen | Day 4 | Interaction Design

The Interaction Design day starts with a foundational outline of the practice of Interaction Design. We then quickly move into looking at the development of research-driven concepts, the prototyping and validation of those concepts, and the refinement and presentation of the concept proposal. We begin with an introduction to the theory and practice of interaction design:

UX Intensive Copenhagen | Day 4 | Interaction Design

3.
Check out the UXI Alumni
LinkedIn Group
Check your email for an invite to join the group

4.
ADAPTIVE PATH | UXI 4
DAY 1
DESIGN
STRATEGY
DS
DAY 2
USER
RESEARCH
DR
DAY 3
SERVICE
DESIGN
SD IxD
DAY 4
INTERACTION
DESIGN
The tools you
need to put your
designs into
business — and
vice versa
How to unearth
deep, practical
insights about the
people you want
to reach most
Tools of modeling
and analysis that
shape smart and
systemic solutions
How to design for
better interactions
and become a
better interaction
designer

7.
7ADAPTIVE PATH | UXI
Service Design
INTERACTION DESIGN
Interaction Design
Experience between person
and single touchpoint, usually a
digital product
Orchestrated experience
among all parts of the service,
from people to objects to
places to interfaces

8.
8ADAPTIVE PATH | UXI
Designing the Moments
INTERACTION DESIGN
PATIENT
ACTIVITIES
INFORMATION
NEEDS
Critical Moment
Patient sees Care
Provider
activities
i think i need helpstages discover what is wrong with me make me better maintain my new normal
1 2 3 4 5 7 8 9 10 11 12 13 14
Critical Moment
Patient needs JMH
Critical Moment
Severity of condition
can determine the
tone of the journey
Redirect
Get patient on correct
path: ER/UC/PCP
May have been
directed from
routine PCP visit
Critical Moment
Patient gets diagnosis
Critical Moment
Patient gets or starts
treatment
Critical Moment
Get patient on the
road to normal
Critical Moment
Patient sees Care
Provider
Redirect
Referred to Specialist,
patient is looking to
connect with right
Care Provider for them
6
+ ANXIETY
+ RELIEF
STORY ARC
The relative change in
anxiety and relief and the
range in patient stories
key moment
something feels
wrong
Unsure what is
wrong. Scare of
the unknown.
my needs
Validate that I
need help
key moment
decide to
get help
Confident I will get
help and hopeful that
I can get answers.
my needs
Be ready for me
key moment
monitor
treatment
Confident in my care.
Clear expectations of
what is progress.
Access to my Doctor
just in case.
my needs
Access to help
when needed.
Reassurance that
there is progress.
key moment
check-ups
Consistent access to
my Doctor. Confident
in my care and
prepared if anything
comes up.
my needs
Show me progress
key moment
see a specialist
Confident in my care
and trust in Doctor.
Empathy for my
situation.
my needs
Be my rock and hub
of information
key moment
choose
treatment option
Clear expectations of
how my life will
change with helpful
resources. Empathy
for my situation.
my needs
Understand how
this will impact me
long-term
key moment
talk to doctors
to see what is
going on
No empathy or
comfort. Feel rushed
and unimportant to
my Doctor.
my needs
Listen to me so
I can trust you
key moment
change
treatment
No set expectations of
progress. No confi-
dence in my care or
doctor.
my needs
Provide me options
key moment
get tests and
review results
No clear answer, so no
confidence in my care.
No expectations of
when we’ll know.
my needs
Need expert of my
disease to help me
check-ups
• Continue routine checks up and tests
• Repeat new treatments/monitoring if
needed
something feels wrong
• Having pain or onset of symptoms
• Notice a sudden change in at-home
monitoring
i think i need help
• Call Primary Doctor or a General Line
• Ask family/friends with similar symptoms
• Self diagnose
• Google triage
1
2
1
2
3
4
3
4
5 7
7
10
11
12
11
12
1413
1413
8
8
9
10
9
6
5
6
decide to get help
• Go to the ER or Urgent Care Center
• Schedule a visit with Primary Doctor
talk to doctors to see what
is going on
• Explain my symptoms
• Answer questions
• Visit PCP or Specialist
get tests and review results
• Nurse or techs administers tests
• Wait
• Get referral for Specialists
see specialists
• Doctor may give initial diagnosis
• Get more referrals
• Get additional tests
• See multiple Specialists
get diagnosis
• Ask additional questions
• Hear results of the tests and what
they mean
• Learn about diagnosis and what that means
• Do my own research to validate diagnosis or
learn more
choose treatment option
• Hear treatment option(s)
• Do my own research to validate
treatment decision
get treatment
• Get initial treatment administered by
Doctor or Nurse
• Receive follow-up instructions to monitor
get prescriptions
• Start an ongoing treatment, like medication
or at home care
• Receive instructions on how to continue
ongoing treatment at home
maintain overall health
• Fix other things that are impacted by my
chronic treatment
• Exercise and diet
• Get emotional and social support
monitor treatment
• Monitor and log progress at home or
through visits
• Monitor side effects and effectiveness
change treatment
• By phone or doctor's visits
• Change or add doctors if needed
• Repeat
something feels wrong
• Symptom checker
• Google triage
• Primary care phone number for triage
i think i need help
• Where do I go for what
• Triage Phone Number
• Insurance benefits - cost/benefit of where
to go
decide to get help
• Facility address
• Time of appointment
• Phone numbers
talk to doctors to see what
is going on
• Prepared questions
• What I should tell my doctor
get tests and review results
• Tests and what they are for
• Results
• Referral for Specialist
see specialists
• Coordinated appointment with Specialist
• Managed list of who I've seen for what
get diagnosis
• Why this is happening to me
• What the diagnosis is
• Expectations of how things will change
choose treatment option
• Why this treatment
• Side effects
• What treatment will entail
get treatment
• Who to call for what
• Discharge papers and after-care instructions
• Prescription
• Doctor's note
get prescriptions
• Side effects
• Prescription information
• After-care information
maintain overall health
• Other ways my life will be impacted
• Resources to manage social and
emotional changes
check-ups
• Update on my progress
• Lab work
monitor treatment
• What to look out for
• Instructions
• Doctor’s phone number for emergency
change treatment
• Doctor’s phone number for emergency
• When to call
GET TREATMENT
"I appreciated that
he didn’t sugar
coat it, but was
still hopeful."
GET DIAGNOSIS
"You never forget this
moment, no matter how
gently your Doctor
breaks the news."
MONITOR TREATMENT
"Things seem to return to
normal and then there is
this curve ball."
CHECK-UPS
"I still don’t feel like I’ve
got the answers I need to
deal with this."

14.
14ADAPTIVE PATH | UXI
Interaction Design
Interaction Design deﬁnes the structure and behavior
of interactive systems. Interaction Designers strive to
create meaningful relationships between people and
the products and services that they use, from
computers to mobile devices to appliances and beyond.
DESIGNING FOR INTERACTION
— Interaction Design Association

16.
BEFORE AN INTERACTION
16ADAPTIVE PATH | UXI
Our Take
Interaction design focuses on what people think before
engaging, what they do or should do while engaging, and how
they feel about it after.
DESIGNING FOR INTERACTION
Do FeelThink
DURING AN INTERACTION AFTER AN INTERACTION

18.
18ADAPTIVE PATH | UXI
Fundamentals
DESIGNING FOR INTERACTION
WHAT SHOULD I DO
Feedback FeedforwardAﬀordance
WHAT HAPPENED WHAT WILL HAPPEN

19.
19ADAPTIVE PATH | UXI
Affordance
Aﬀordances indicate how to interact with a feature or
function. If the aﬀordance does not match the mental model of
the person, the experience goes down.
Good aﬀordances help people do the right thing.
DESIGNING FOR INTERACTION

20.
21ADAPTIVE PATH | UXI
Feedback
Feedback is some indication that something has happened.
Every action by a person who engages with the product or
service, no matter how slightly, should be accompanied by
some acknowledgement of the action.
Designing the appropriate feedback is the designer’s task. The
designer has to determine how quickly the product or service
will respond and in what manner.
DESIGNING FOR INTERACTION

23.
24ADAPTIVE PATH | UXI
Feedforward
Feedforward is knowing what will happen before you perform an
action. Feedforward can be a straightforward message (“pushing
this button will submit your order”), or simple cues such as a
hypertext links with descriptive names instead of “here”.
Feedforward allows users to perform an action with conﬁdence
because it gives them an idea of what will happen next.
DESIGNING FOR INTERACTION

26.
ADAPTIVE PATH | UXI
Ten Things to Think About
While there’s no absolute right way of
doing things and there are no rules in
design, there are things you should
always try to keep in mind.
27
DESIGNING FOR INTERACTION

27.
28ADAPTIVE PATH | UXI
Match Their Expectations
When using anything for the ﬁrst time, there is a level of
situating and learning that must take place. This transition
is easier when a product uses familiar UI conventions to
perform common functions.
DESIGNING FOR INTERACTION
1
EXPECTATION, CONVENTIONS

29.
30ADAPTIVE PATH | UXI
Maintain Consistency
Consistency is one of the strongest methods of helping
users understand your product, as they develop a mental
model and establish expectations of where things are and
how things work.
DESIGNING FOR INTERACTION
2
CONSISTENCY

31.
32ADAPTIVE PATH | UXI
Reduce (Perceived) Complexity
Complexity is inherent in many things, but we should also
ways aim to reduce the cognitive load that we place on
people as they use our products. Let the system do the
math, compare data, and remember things for the user.
Hide irrelevant features and functions, and progressively
disclose them as needed.
DESIGNING FOR INTERACTION
3
COMPLEXITY & SIMPLICITY

33.
34ADAPTIVE PATH | UXI
Consider the Context
Context of use plays an extremely important role in the
experience of interacting with products and services. Think
about who is using it, when and where, how are they
interacting, what they are doing and how all of this might
change over time.
DESIGNING FOR INTERACTION
4
CONTEXT

36.
37ADAPTIVE PATH | UXI
Anticipate User Needs
Understanding exactly what people need in order to
complete a task allows you to begin to anticipate their
needs before they need them. Make smart assumptions
and help people even before they need assistance.
DEFINING INTERACTION DESIGN
5
ANTICIPATION, PREDICTIVE RESOLUTION

38.
39ADAPTIVE PATH | UXI
Help Them Make the Right Choice
Helping people feel conﬁdent about their experience (and
exploration) of your product rests heavily on aﬀordance to
communicate how to interact with something, feedforward
to communicate what will happen if they do and feedback
to let them know that something has happened.
DEFINING INTERACTION DESIGN
6
AFFORDANCE, FEEDFORWARD & FEEDBACK

39.
40ADAPTIVE PATH | UXI
Help Them Make the Right Choice
DESIGNING FOR INTERACTION
6
AFFORDANCE, FEEDFORWARD & FEEDBACK

40.
41ADAPTIVE PATH | UXI
Proactively Prevent Problems
Products should always make every attempt to help users
avoid making mistakes, but when they do happen the
system should make it as easy as possible to ﬁx the error
and in as graceful a manner possible.
DESIGNING FOR INTERACTION
7
ERROR AVOIDANCE, DETECTION, & RECOVERY

43.
44ADAPTIVE PATH | UXI
Appearance Matters
Psychology has proven that things that look better
actually work better for people. Some of this is a result of
human perception, but it is also a question of what makes
one thing look better than another.
DESIGNING FOR INTERACTION
8
AESTHETICS

47.
48ADAPTIVE PATH | UXI
Appearance Matters
Information design...pertains to the task of making complex
and abstract content accessible in a simpler way. Through
logical composition, visual hierarchy and the use of visual
metaphors. Viewers are supported in their absorption and
comprehension of information.
DESIGNING FOR INTERACTION
8
AESTHETICS
—Jakob Schneider
This is Service Design Thinking

48.
49ADAPTIVE PATH | UXI
Constraints are Good
Constraints are often positioned as negatives, where we lack
the necessary time, money, technology or staﬀ, when they
should be seen as a beneﬁt. More often than not, complete
freedom has the power paralyze, forcing the designer to
develop and construct their own set of constraints.
DESIGNING FOR INTERACTION
9
CONSTRAINTS

49.
50ADAPTIVE PATH | UXI
Constraints are Good
Q. Does the creation of design admit constraints?
A. Design depends largely on constraints.
Q. What constraints?
A. The sum of all constraints. Here is one of the few eﬀective keys to
the design problem — the ability of the designer to recognize as many
of the constraints as possible — his (or her) willingness and
enthusiasm for working within these constraints —the constraints of
price, of size, of balance, of surface, of time, etc.; each problem has its
own particular list.
—Charles Eames
DESIGNING FOR INTERACTION
9
CONSTRAINTS

51.
52ADAPTIVE PATH | UXI
Do the Right Thing
Treat people with the respect they deserve. No matter what
you’re making, remember that you’re not just building a
product or a service — you’re building a relationship.
DESIGNING FOR INTERACTION
10
TRUST

58.
ADAPTIVE PATH | UXI
EXERCISE #1
Interaction
with Post-its
→ Fold a post-it note in half
→ How can you indicate to someone
that it can be opened?
→ How do you let them know what
to expect once opened?
→ How do you provide appropriate
feedback once it’s opened?
→ Share with your neighbor
DESIGNING FOR INTERACTION
59

59.
ADAPTIVE PATH | UXI
Project
A nightclub wants to
diﬀerentiate through
emerging technology.
They want you to explore
new ways to interact
using wearables and
built-in screens.
They are open to any
form factor for the wearable
and diﬀerent types of built-
in screens.
CASE

66.
67ADAPTIVE PATH | UXI
Hierarchy and Emphasis
→ Fill the page with overlapping rectangles
→ Pass it to your neighbor, then choose one
rectangle and color it yellow
→ Pass it to your neighbor, then outline 3-4
rectangles with the fat sharpie
→ One more pass! Shade in 3-4 rectangles with
the gray marker ... or add some shadows
SKETCHING INTERACTIONS

74.
76ADAPTIVE PATH | UXI
What to Sketch and When
SKETCHING INTERACTIONS

75.
ADAPTIVE PATH | UXI
EXERCISE #2
Sketching
Scenarios
→ Draw three panels on a half sheet
→ Show a person using a wearable
device interacting with (1) another
person, (2) interacting with the
wearable, (3) interacting with
another object, all in a nightclub
→ Vary emotion
SKETCHING INTERACTIONS
78

124.
Concept Validation Guidelines
DEFINING INTERACTIONS
→ Does the concept make sense to users?
→ Do the features work well together?
→ Is it a common pattern?
→ Is the content logically organized?
→ Is it the content what people need it to be?
130ADAPTIVE PATH | UXI
WHAT TO UNCOVER, EVALUATE, AND ANSWER

126.
132ADAPTIVE PATH | UXI
Critique
→A critique isn’t about gaining approval for the work
→Ask people open questions, not closed ones
→Capture all of the feedback
DEFINING INTERACTIONS

127.
ADAPTIVE PATH | UXI
EXERCISE #5
Flows and
Annotations
→ Draw a template of 3 rectangles
→ Draw ﬂows for your top concepts,
showing how do you get from one
interaction to the next
→ Add labels, descriptions,
highlights, color, and shading
→ Validate with your team
DEFINING INTERACTIONS
133

131.
137ADAPTIVE PATH | UXI
Paper Prototypes
Paper prototypes are a quick and easy way to detail and test
speciﬁc moments within an overall product or service experience.
PROTOTYPING AND TESTING

132.
ADAPTIVE PATH | UXI
Physical
Prototypes
Physical Prototypes
allow us to experiment
with the ways that
people interact with our
products in the physical
world.
PROTOTYPING AND TESTING
ADAPTIVE PATH | UXI

133.
Screen Prototypes
PROTOTYPING AND TESTING
Screen Prototypes will focus on further detail than paper
prototypes, and are great for testing overall frameworks, or linking
those speciﬁc moments together into a more complete experience.
142

134.
143ADAPTIVE PATH | UXI
Goals
→ Think: How does the user know to
interact (and what to interact with)?
→ Do: How does the user get feedback
when interacting with the product/
service?
→ Feel: How does the user feel during/
after the interaction?
PROTOTYPING AND TESTING
Principles
→What happens in the
club, stays in the club
→Promotes serendipity
→Drunk proof

136.
Guidance
PROTOTYPING AND TESTING
→ Ask participants to complete speciﬁc tasks.
→ Have the participant talk aloud about what they are
thinking and why they are making speciﬁc choices.
→ Be prepared to edit the prototype on the ﬂy.
145ADAPTIVE PATH | UXI